Customer Service Team Lead

Infosys; São Paulo; Presencial; BRL 90 000 - 150 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Transport vouchers

Meal vouchers

Childcare assistance

Life insurance

Funeral assistance

Medical and dental insurance

Resumo da oferta

Infosys Brazil is seeking a Customer Service Team Lead to oversee day-to-day operations, ensure service levels, and drive improvements across LATAM markets.

The role requires leadership experience in a Service Desk/L1 environment, fluent Portuguese and English, and the ability to coordinate cross-regional teams in a multinational setting. The position is CLT with flexible hours and comprehensive benefits.

Qualificações

• Graduate. Any additional technical degree/ diploma preferred.
• A minimum of 7 years in Customer Service with 4 years in managerial roles (Service Desk/L1 preferred).
• Willingness to work in rotational shifts providing support for hardware, software, MDM, accounts and access requests.
• Proven experience leading Customer Service/Help Desk in LATAM markets.
• Strong communication and relationship-building skills.
• Fluency in Portuguese and English; Spanish is a plus.

Responsabilidades

• Oversee day-to-day operations and ensure compliance with contractual commitments.
• Coordinate resource deployment, staffing, and shift utilization across teams.
• Lead service quality planning, control, assurance, and continuous improvement.
• Collaborate with cross-regional teams to align function drivers with business goals.

Conhecimentos

Customer service leadership

Team management

Cross-regional coordination

Portuguese & English fluency

Communication skills

Adaptability

Formação académica

Graduate

Technical degree preferred

Ferramentas

MS Office

ITSM

CRM

Descrição da oferta de emprego

Infosys Brazil is looking for professionals with the profile of Customer Service Team Lead to join our team

Main Activities And Responsibilities

• Demonstrates thorough knowledge of contractual commitments (SOWs, MSAs) pertaining to day to day operations and specific deliverables in order to ensure compliance.
• Demonstrates strong understanding of operational risks and liabilities for the engagement take corrective actions.
• Demonstrates working knowledge of unit management operations processes and tools ITSM, CRM, Financial planning, Quality management.
• Demonstrates strong knowledge of end-to-end staffing management practices to manage projects independently. Demonstrates strong knowledge of planning and forecasting tools to ensure adherence to project timelines.
• Applies strong knowledge of quality improvement techniques and models like lean, six sigma.
• Signs off on the training /certification methodology at the engagement level to ensure right skilling
• Co-ordinates resource deployment across all processes for the engagement (team size, span, shift Utilization, skill sets, technology rollout)
• Signs off on the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the engagement
• Demonstrates strong understanding of alignment of own function drivers to short and long term business drivers and looks at driving greater efficiencies and effectiveness through optimization
• Continuously sets challenging goals for the teams and provides support to team by proactively anticipating road blocks and looking at means to improve them to delivery best organizational results

Required Qualifications

• Graduate. Any aditional technical degree/ diploma preferred.
• A minimum of 7 years of experience in Customer Service functions and 4 years in managerial roles with preferred experience of working in a Service Desk/ L1.
• Willingness to work in rotational shifts p roviding support to customers on their hardware, software, MDM, account and access requests.
• Proven experience in leading Customer Service / Help Desk ithin LATAM markets
• Strong communication and relationship‑building skills
• Fluency in Portuguese and English, Spanish is a plus
• Ability to work with cross-regional teams and adapt to cultural nuances
• Strong organizational skills and attention to detail
• Proficiency with MS Office tools (Word, Excel, and Outlook)
• Ability to work effectively under pressure
• Strong emotional control and resilience
• Experience with shared services, customer operations, manufacturing or multinational organizations

Additional Information

Type of work: CLT, Flexible hours.

Benefits package: Transport vouchers, meal vouchers, childcare assistance, life insurance, funeral assistance, medical and dental insurance.

Career: Global work on national and international clients and/or projects, possibility of international career movement.

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.